Support Experience Manager

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the role

We’re looking for a Support Experience Manager to join the growing support team who has expert-level knowledge of project/program processes and stakeholder management skills required to ensure high-quality customer service at scale, helping us deliver on our ambitious growth objectives. You will lead programs and projects around support activities, including agent enablement, reporting, product/process improvement, change management, and new product launches.

The Support Experience Manager will be responsible for running initiatives based on the department’s strategy and internal processes, managing stakeholders across cross-functional teams to develop and execute the initiatives that will enable our next phase of global growth, and identifying and pursuing opportunities that will deliver cost savings and quality improvement.

What you will do

• We are seeking a Support Experience Manager to join the support team focused on the end-to-end experience for different customer segments
• You will be seen as a deep product expert, thought leader, and innovator within the organization 
• You will deliver actionable quality insights through the measurement of customer satisfaction, gathering customer feedback, and ensuring great experiences for our customers
• You will be responsible for driving programs through the support organization that impact the customer experience globally 
• You will bring the voice of the customer through support interactions to drive product improvements and increase customer satisfaction with Rippling
• Examples of programs in this role will be:
• Mapping out customer journey for existing and new products
• Increasing customer self-service 
• Reducing resolution time
• Certification and training for the support delivery team
• Seeking continuous improvement areas

What you will need

• 3+ years of program or project management experience
• A background in customer support or customer experience
• Knowledge of “what good looks like” when it comes to delivering high quality customer support interactions 
• A collaborative work style, an innovative mindset, and an unparalleled work ethic 
• Ability to navigate a high-ambiguity environment and be able to make sound decisions based on both qualitative and quantitative data
• We’re still a startup and will expect you to roll up your sleeves, hustle, and get the job done
• Experience using data and metrics to determine, implement, and drive improvements. Knowledge of Google Sheets (Pivot Tables, VLookUps) at an advanced level
• An excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure, and handover
• Experience working cross functionally with technical and non-technical teams to identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management plans, and schedules or roadmaps
• Operate autonomously; proactively drive programs end-to-end to improve customer experience
• Communicate well-reasoned and data-driven proposals in both verbal and written form

NOTE:

• This role requires you to work in US timezone.
• This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week. 
• This is an Individual Contributor role.